Terms and Conditions - Customer
Terms and Conditions - Customer
Last updated: 27th September, 2025
By downloading, accessing, or using the Qargo mobile application or website (the “App”), you agree to be bound by these Terms of Service and User Agreement (the “Agreement”). If you do not agree to these Terms, do not use the App or Services.
1. Acceptance of this Agreement
By accessing or using Qargo’s App or Services you: (a) confirm that you have read, understood and accept these Terms (including any future amendments); (b) are at least 18 years old and legally capable of entering into binding contracts; and (c) have authority to enter into this Agreement on your own behalf or on behalf of any organization you represent.
2. Eligibility
You must be at least 18 years old to use the App. Qargo may suspend or terminate accounts that do not meet eligibility requirements.
3. Changes and Notifications
Qargo may modify these Terms, its policies, or App features at any time. Updates take effect when posted in the App or on our website. We may notify you by email or in-app notification for material changes. Continued use after changes signifies acceptance.
4. Additional Terms
Certain features, promotions, or third-party integrations may be subject to additional terms. Those additional terms apply in addition to this Agreement and will govern that specific feature where there is a conflict.
5. Relationship between Qargo and Users
Qargo is a technology platform that connects users with independent third-party couriers (“Couriers”). Qargo is a facilitator and does not sell, own, or possess the goods being delivered. Couriers are independent contractors and not employees, agents, or representatives of Qargo. Nothing in this Agreement creates an employment, agency, partnership, or joint venture relationship between Qargo and any Courier.
6. Rules and Prohibitions
You must use the App lawfully and in good faith. You must not (including via automated means):
- use the App for unlawful, fraudulent, deceptive, or abusive purposes;
- impersonate another person or misrepresent your identity;
- create multiple accounts to abuse promotions or incentives;
- interfere with the operation of the App (e.g., hack, scrape, probe, reverse engineer);
- use the App to solicit, advertise, or contact Couriers for off-platform commercial purposes without Qargo’s prior written consent;
- post content that is unlawful, defamatory, obscene, harassing, discriminatory, or infringes third-party rights; or
- attempt to avoid payment obligations owed to Qargo or Couriers.
Violation may result in suspension, termination, forfeiture of benefits, and legal action.
- Qargo provides tools (matching, tracking, payments) to connect users and Couriers; Qargo does not guarantee Courier performance or item suitability.
- Delivery or pickup times are estimates only. Qargo will make reasonable efforts to ensure reliability but does not guarantee specific arrival times.
- Location sharing and “request location” features are provided to facilitate delivery. Users must use these features responsibly.
8. User Accounts
- Registration: you must provide accurate, complete and up-to-date information.
- Security: you are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. Notify Qargo immediately of unauthorized use.
- Account misuse: Qargo may suspend or terminate accounts that breach this Agreement or present fraud risk.
9. User Content
- By submitting content (reviews, ratings, photos, feedback), you represent that you own or have the necessary rights in the content and that it complies with these Terms.
- You grant Qargo a non-exclusive, perpetual, worldwide, royalty-free, sub licensable license to use, reproduce, modify, distribute, and display your User Content in connection with the App and Services. Qargo may remove content that violates these Terms.
10. Communications and Notifications
By creating an account you consent to receive service, transactional, and promotional communications via email, SMS, push notifications, calls or in-app messages. You may opt out of marketing messages but cannot opt out of essential service messages (order status, security alerts, or legal notices).
11. Electronic Records & Signatures
You agree that electronic records, disclosures, and signatures satisfy any legal requirement for written communications under the Electronic Transactions Act, 2008 (Act 772).
12. Payments
- Payment Methods: Qargo accepts cash on delivery or payment via a prepaid in-app wallet funded through approved methods (mobile money, cards). Payments collected through Qargo are for delivery fees only, not the cost of the products being delivered. Wallet funds can only be used within the Qargo App.
- Charges & Fees: Service prices (delivery fees, surcharges, wait time fees, wrong-location fees, cancellation fees, etc.) are displayed in the App and may change. You are responsible for charges incurred under your account.
- Wallet Non-Withdrawal: Wallet balances cannot be withdrawn, transferred, or converted to cash outside Qargo.
- Payment Processing: Payments are processed by approved third-party payment processors. Qargo is not responsible for network, bank, or processor delays.
- Complaints Procedure: For payment or billing complaints contact support@orderqargo.org. Qargo will acknowledge complaints within five (5) working days and will investigate in accordance with applicable Ghanaian consumer protection requirements.
13. Refunds, Cancellations, and Risk of Goods
- General Rule: Payments are final and non-refundable once an order is confirmed, except as provided below or required by applicable law.
- Qargo as Delivery Facilitator: Qargo is a delivery and logistics platform. We connect Customers with independent Couriers to facilitate the pickup and delivery of packages. While we provide the technology and platform for these services, we do not take ownership of the items being delivered and are not responsible for their contents. All deliveries are carried out by independent Couriers or third-party providers. Accordingly; (i.)Merchants and Businesses: If you purchase goods from a business or merchant, any issues relating to the quality, description, defects, or suitability of those goods must be addressed directly with the merchant. (ii). Individuals: If you arrange delivery of goods from or to an individual, Qargo is not responsible for verifying the nature, condition, or quality of those goods. (iii.) Delivery Liability: Qargo is only responsible for the handling of goods during delivery or transit. If goods are damaged, spoiled, or lost while in Qargo’s possession or control, Qargo’s responsibility is limited to the delivery service and refund policies outlined in this Agreement.
- Delivery-related refunds: Qargo will consider refunds only where goods are damaged, spoiled, materially altered, lost, or otherwise harmed while in Qargo’s custody or transit or where Qargo or its Courier fails to provide the service as agreed.
- Cancellations: (i) Customers may cancel orders through the Qargo App at any time before the Courier picks up the package. Once canceled, the order is fully terminated. Prepaid delivery fees, if any, will be refunded immediately. Cash-on-delivery orders are simply voided. (ii) Couriers cannot cancel orders directly through the Qargo Courier App. If a Courier is unable to complete an order after it has been picked, the Qargo office must be informed first before any cancellation is processed. (iii) In cases where the office cancels or unassigns an order, the Customer will be notified via call, SMS, or WhatsApp, and the Courier will also be informed. (iv) Once a Customer cancels an order, Qargo is no longer responsible for that order. Any further issues, disputes, or arrangements regarding the canceled order are solely between the Customer and Courier. Qargo is not liable for canceled orders, including lost, damaged, or undelivered packages.
- Legal Compliance: Refunds and cancellations will be provided where required by applicable Ghanaian law, including the Consumer Protection Act, 2022 (Act 1075).
- Process: To request a refund, notify Qargo Support within 24 hours of the issue, supplying order details and evidence where available. Qargo will investigate; if approved, refunds will be processed to the original payment method within 7 business days, subject to your bank/processor timing.
- Risk of Goods: Risk of loss or damage to goods passes to Qargo only when a Courier has collected the goods from a merchant, business, or individual sender. Qargo remains responsible while goods are in its custody and control during transit. Risk then passes to the recipient (customer) upon successful delivery. Qargo is not responsible for any damage, spoilage, defects, or loss that occurs before collection from the merchant, business, or individual sender, or after delivery to the intended recipient
14. Loyalty Points
- Loyalty points have no cash value and are non-transferable.
- Qargo may modify, suspend, or terminate the loyalty program or a user’s points at any time without prior notice.
- Loyalty points do not create any property interest or contractual right; their availability and redemption are subject to Qargo’s rules and applicable law, including the Consumer Protection Act, 2022.
15. Disclaimers
- Qargo is a logistics and delivery service provider and is not the seller of goods. Accordingly:
- For merchants or businesses, Qargo disclaims liability for the quality, description, safety, legality, or compliance of any goods. Any disputes regarding the goods themselves must be resolved directly with the merchant or business.
- For individual senders, Qargo disclaims liability for the nature, condition, legality, or description of items provided for delivery. Responsibility for the goods rests solely with the sender.
- Qargo’s liability is limited to the delivery service itself, and only applies while the goods are in Qargo’s possession, as outlined in the “Risk of Loss or Damage” section.
- The App and Services are provided “as is” and “as available.” To the extent permitted by law, Qargo disclaims all warranties, express or implied.
- Branded courier items (bags, apparel) do not establish employment, agency, or guarantee affiliation beyond the courier relationship.
16. Third-Party Interactions
- The App may link to third-party websites, apps, merchants and advertisers. Qargo is not responsible for third-party content, practices, terms, or privacy policies.
- Qargo controls which third parties may advertise in the App; advertisers operate subject to Qargo’s approval. Qargo does not sell users’ personal data to advertisers without consent.
17. Indemnity
You agree to indemnify, defend and hold harmless Qargo, its officers, directors, employees and agents from and against any claims, liabilities, losses, costs and expenses (including reasonable legal fees) arising from (a) your breach of this Agreement; (b) your negligence or willful misconduct; or (c) your use of the App in violation of law or these Terms.
18. Termination
- Qargo may suspend or terminate your access for breach, suspected fraud, or misuse, with or without notice.
- On termination, all outstanding fees, liabilities and obligations survive (including obligations to pay Qargo and users’ obligations under these Terms).
19. General Provisions
- Governing Law: These Terms are governed by the laws of the Republic of Ghana.
- Dispute Resolution: Attempt amicable resolution via Qargo Support. If unresolved within thirty (30) days, disputes shall be referred to arbitration under the rules of the Ghana Arbitration Centre, Accra. The arbitrator’s award shall be final and binding, subject to appeal under Ghanaian law. Each party bears its own costs unless ordered otherwise by the arbitrator. Nothing prevents either party from seeking urgent interlocutory relief in the courts of Ghana where necessary.
- Electronic Transactions: This Agreement is enforceable and shall have the same legal effect as a written document under the Electronic Transactions Act, 2008 (Act 772).
- Data Protection: Qargo acts as a Data Controller under the Data Protection Act, 2012 (Act 843). Our Privacy Policy describes how we collect, use, store and share personal data (including location sharing and request-location features). By using the App you consent to those practices. You may exercise your data rights (access, correction, deletion, restriction, withdraw consent) via support@orderqargo.org.
- Currency: All fees and prices are in Ghana Cedis (GHS), unless otherwise specified.
- Entire Agreement: These Terms (including Qargo’s Privacy Policy and any incorporated policies) constitute the entire agreement between you and Qargo regarding the Services and supersede prior agreements.
- Severability: If any provision is invalid or unenforceable, the remainder of the Terms remains in effect.
- Waiver: Failure to enforce any provision does not constitute a waiver of that provision. A waiver must be in writing and signed by Qargo.
- Assignment: You may not assign your rights or obligations without Qargo’s prior written consent. Qargo may assign or transfer its rights and obligations without restriction.
- No Partnership: Nothing in this Agreement creates a joint venture, partnership, employment, or agency between you and Qargo.
- Notices: Notices from Qargo may be sent electronically to your registered email, via in-app messages, SMS, or WhatsApp. You are responsible for keeping your contact details up to date to ensure you receive all communications.
- Language: The official language of this Agreement is English. Any translation is for convenience only; the English version controls.
20. Contact Information
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